We sincerely apologize for the inconvenience caused.
[UPDATE #1 - 9th Feb 2014] We are running a full, bare metal restore of these servers.
Web3 should be completed in about 2 hours. For web5 it is to early to tell.
[UPDATE #2 @ 10th Feb 2014 - 10:14AM EST] This update is a long-overdue, and please accept my sincerest apology for this. As you know, this is very atypical of us.
Web3 and Web5 storage state on our Applogic grid was badly corrupted that a full restore was needed. We attempted a bare metal restore as soon as possible, but that restore did not work. The restored server failed to be started. We have created a fresh HSphere web servers. All user accounts have been recreated on web3. And data is being restored from our backup server. Web5 is still recreating its user accounts at this moment. We will provide ETA as soon as possible.
This outage could not come at the worst possible situation as we have some staffing issues during this weekend as well. This is not to make excuse as we take full responsibility for the outage as well as the lack of communication. Our goal at this moment is to restore your data expediently.
We will keep you updated.
Posted by: Dave Tong, CEO
[UPDATE #3 @ 10th Feb 2014 - 10:46AM EST] All user accounts on web5 has been created. Web5 data is being restored from backup now.
Posted by: Dave Tong, CEO
[UPDATE #4 @ 10th Feb 2014 - 13:45 EST] We appreciate your patience. We have started Apache, so that when your website has been restored, it will be online and accessible straight away. FTP/SSH access is disabled temporarily until everything is back online. We’re not able to see what position you’re in the queue or when your website will be restored. Unfortunately, the restore process does take time and but we can now give you an ETA (likely much sooner):
web3.fluidhosting.com > within 12 hours. Every website is being restored and will be backup and running as soon as the website is restored. If you see a Hsphere default page instead of your website files, your website is still in queue to be restored.
web5.fluidhosting.com > within 18-24 hours. Every website is being restored and will be backup and running as soon as the website is restored. If you see a Hsphere default page instead of your website files, your website is still in queue to be restored.
The quickest way to check what web server your website is hosted on is to check under “FTP” inside your account control panel.
We again really appreciate your patience and understand how frustrating this is for you. We’re taking measures to ensure that this does not happen again and will release a full statement in due course. Keep checking back for updates.